AI for customer support: answers, ticket classification and priority
AI reads every ticket, detects the topic and urgency, drafts an answer from your knowledge base and checks agent quality. It closes simple questions itself and hands complex ones to a person with full context.
What hurts
Tickets arrive by email, WhatsApp, Instagram and the website chat. Agents answer the same questions about delivery, payment and returns. The queue grows and customers wait for hours.
Urgent complaints get lost among simple questions. Nobody sets priorities until the customer writes a third time. Negative reviews appear before support has even noticed the problem.
The support lead checks quality by hand on a small sample. Nobody knows which topics are growing or where agents give wrong answers. New agents take long to ramp up because the knowledge base is outdated and scattered.
What we build
- Ticket classification by topic, channel and urgency
- Automatic answers to common questions from your knowledge base (RAG)
- Draft replies for agents on complex tickets
- Handover to a person with a short history and customer context
- Quality control: every reply checked against your checklist
- Analytics on topics, contact reasons and customer sentiment
- Connection to your helpdesk, CRM and channels: WhatsApp, Instagram, Telegram, website widget
What you get
- A working AI layer in your helpdesk or CRM in production
- A structured knowledge base that is easy to update
- A support dashboard: topics, speed, quality, escalations
- A test set of tickets to check answers before every change
- Guides and training for agents and the support lead
How we measure the result
- Share of tickets resolved without an agent
- First response time
- Answer quality score against your checklist
- Number of repeat contacts about the same issue
Systems and stack
Industries
Questions
How much does AI for customer support cost?
From $6,000 per project. The price depends on the number of channels, the state of your knowledge base and whether you need QA on calls as well. We give a fixed estimate 2-3 days after discovery. If we exceed it through our fault, we cover the difference.
Will the AI make up answers?
AI sometimes makes mistakes, so it answers only from your knowledge base and never promises what is not there. If there is no answer or the customer is upset, the ticket goes to a person. Before launch we run a test set of tickets and show you the results.
Which systems does it work with?
Your helpdesk or CRM, as long as it has an API: HubSpot, Pipedrive, Kommo and other systems with an API. Channels include WhatsApp, Instagram, Telegram, email and a website widget. If there is no API, we agree a workaround during discovery.
What do you need from us?
Access to the helpdesk and channels, your existing guides and FAQ, and a few months of sample tickets. We need one person from support who joins the weekly demos and reviews answers. We sign an NDA and a GDPR DPA before any access.
How long does launch take?
From 4 to 8 weeks. We start on one channel or a subset of topics. Once the metrics are stable, we extend to the rest of the flow.
How is the system maintained after launch?
We run it under an SLA: we update the knowledge base, add new topics and rerun the tests after every change. The knowledge base, code and settings are your company’s property after launch.
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Describe the task. We reply within one business day, the first call is with the founder.
Describe the task. The first call is with the founder.
We reply within one business day. 30 minutes to tell you whether it is worth doing and what it costs.